KERING EYEWEAR Assistant Customer Services Manager

Job description

Summary

Your opportunity:

Plan, co-ordinate and supervise the activities of the customer service team to maintain and enhance customer relationships.

Meet organizational and operational targets in order to deliver customer service excellence and maximize the business opportunity.

How you will contribute:

·  Support and oversee the customer service team in the order to cash flow management
·  Implement customer service policies and procedures
·  Oversee the achievement and maintenance of agreed customer service levels (SLAs) and standards against set KPIs
·  Direct the daily operations of the customer service team
·  Plan, prioritize and delegate work tasks to ensure proper functioning of the department
·  Ensure the necessary resources and tools are available for quality customer service delivery
·  Review customer complaints and track the resolution
·  Handle complex and escalated customer service issues
·  Analyse statistics and/or other data to determine the level of customer service being provided
·  Identify and implement strategies to improve quality of service, productivity and profitability
·  Liaise with business partners to support and implement growth strategies
·  Involved in staff recruitment and appraisals
·  Identify and address staff development needs

Who you are  :

Experience

·  5+ years of work experience (with least 2 years supervisory experience) in a B2B customer service environment
·  Proven experience in a team leader or customer/sales support management role
·  Experience with SAP implementation and/or use of definite advantage
·  Less experience will be considered  as a Customer Service Supervisor

Technical Skills

·  In-depth knowledge of customer service principles and practices
·  Good working knowledge of CRM tools
·  Good working knowledge of Office Pack (Excel, Power Point, Word)
·  Fluent English, Cantonese and Mandarin
·  Excellent communication skills
·  Excellent Commercial sense
·  Able to tackle and solve problems quickly and proactively
·  Result oriented and self-motivated
·  Solid decision making and troubleshooting skills
·  Strong negotiation skills
·  Strong organizational skills and process driven mind-set
·  International profile, curious, proactive, versatile, diplomatic

Job Description

Job Type
Regular

Start Date
2018-11-30

Schedule
Full time

Organization
KERING EYEWEAR APAC LTD